Supervisor, Customer Support

Company: Commerce Bank
Location: Kansas City
Posted on: January 25, 2023

Job Description:

About Working at CommerceWouldn't it be great to build your career at a bank that's known for helping people with their financial challenges? That's exactly what you'd be doing when you join the team at Commerce Bank. We're looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You'd be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.No wonder we've been an industry leader for over 155 years and have developed a reputation as a great place to work in the financial services world. If you'd like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We're always looking for the best and brightest.About This JobThe main purpose of this job is to oversee the daily operations, reporting and tracking, supervision and coaching of employees, for the Support teams in Commercial Customer Support and Bankcard Security Service Center.Essential FunctionsOversee department workflow and effectively communicate decisions, priorities and relevant information to team membersProvide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations, and answer day-to-day questions for team membersUnderstand the functions of the department and impact of results. Several processes are driven by various regulations and tend to be time sensitive.Participate in meetings with leadership across business lines surrounding key performance metricsReview, update, and deliver weekly and/or monthly associate scorecardsReview, update, and deliver monthly team scorecards to Bank Operations leadershipWork directly with vendors and third-party applications with escalating customer issues and service ticketsIntraday workforce management to maximize phone and email coverage to meet service level agreementsPerform other duties as assignedKnowledge, Skills & Abilities RequiredIntermediate knowledge of the treasury payments industryExcellent customer service skillsAbility to develop and coach team members with proven ability to achieve results through collaboration and teamworkMotivated and organized self-starter with strong attention to detail and the ability to manage multiple prioritiesInquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skillsAbility to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core ValuesBasic level proficiency with Microsoft Word, Excel, Teams and OutlookEducation & ExperienceAssociate's degree or equivalent combination of education and experience required2+ years bank operations or call center experience required1+ year leadership or supervisory experience requiredLocation: 811 Main St, Kansas City, Missouri 64105Time Type:Full time

Keywords: Commerce Bank, Kansas City , Supervisor, Customer Support, Other , Kansas City, Kansas